Disruption, in its many forms, is catalyzing rapid shifts in business, leading companies to reprioritize spending and investments to weather challenging economic times. Companies must position themselves for change, resilience and growth due to what may be wide variances in local, regional and global market recovery. A critical area of focus for companies is accelerating digital transformation projects. Acceleration is accomplished by reexamining customer behaviors, adjusting to shifts in customer expectations, and creating new or modified modes of services and product delivery. Consumer-facing businesses are making rapid shifts to support contactless customer experiences, setting business-reopening guidelines, implementing local social distancing requirements, and scaling to accommodate rapid increases in online interactions with
customers. Many are grappling with questions about whether the changes in business operations and customer experiences they’ve been forced to adopt because of the COVID-19 pandemic are, in fact, temporary, or whether those will become permanent.